STANDARDIZED WORK - Screening Cases for Family

Safety Concerns

 

Date/Version: 04/30/2024 v.1

Process Owner: Intake Team

Review Cadence: Annually
Purpose - Purpose is to recognize family violence using a family safety screening tool. The screening tool will ask questions which may predict possible risk to families. The Division of Child Support Services (DCSS) will respond by utilizing existing family violence policy and procedure and refer all customers who indicate a history of family violence to community services. In addition, this will guide the DCSS case managers to ensure the safety of victims of family violence while also empowering them to make informed decisions about their case.
Step (1,2,3..) Process Step (list of the critical process steps) Dialogue (clear and simple descriptions, appropriate level of detail for the task)
1.

Complete Family Safety Questionnaire on new incoming cases and cases being reviewed for court action
  1. The Family Safety Questionnaire (FSQ) will be completed on all new incoming cases (applications and interfaces) and on cases being reviewed for judicial action.
  2. Complete the FSQ with the Support Recipient and the Support Payor to determine if the case meets criteria for the Non-Disclosure Indicator (Family/Domestic Violence Indicator), Good Cause, the Address Confidentiality Program or Notification to FPLS.
  3. If FSQ has been completed previously, attempt to make contact with the Support Recipient to determine if circumstances have changed regarding their family safety prior to judicial action. If changes exist, complete the FSQ.
  4. Proceed to Process Step 2.
  5. If contact with either party is not successful to complete the FSQ,
  6. Go to Member Details
  7. Go to Indicators
  8. Go to Non-Disclosure Indicator
  9. Update the reason for non contact
  10. Update the date FSQ was attempted
  11. Go to Related Case
  12. Go to Activity History
  13. Click “New”
  14. Add Activity Code “A3013 - FV SCREENING NOT COMPLETE
  15. Click on the “Save” button
  16. If contact with either party is made, the case manager will explain the purpose of the FSQ
  17. Case manager asks all 7 questions on the FSQ
2.

Explain the purpose of the FSQ
  1. The case manager will explain that the purpose of the Family Safety Questionnaire (FSQ) is to help the DCSS provide resources to family violence survivors while providing access to child support services as safely as possible.
  2. All parties must be instructed to inform the DCSS immediately if a threatening situation occurs in the future. At any point that a party discloses family safety concerns, staff must explain that the DCSS can take precautions throughout the child support process that may help parties access the system as safely as possible.
  3. The questionnaire will be completed by phone. The questionnaire should never be mailed, emailed or faxed to any party.
  4. Ensure the questionnaire is completed in a private setting
  5. The case manager will begin by reading the paragraph explaining the safety questionnaire to the customer
  6. Update the section of the questionnaire that identifies who is being interviewed
  7. If the customer states that the phone number the DCSS has on file is NOT a safe number to call, ask the customer how the DCSS can get in touch with him/her.
  8. The alternate phone number the customer provides is the phone number that must be used on the demographic screen on Panel 2.
  9. If the customer states that it is not safe to leave a message at the number provided, the appropriate demographic screen on Panel 1 will be updated with the following message under the “Special Conditions” field:
  10. **DO NOT LEAVE MESSAGE**
  11. The address the customer provides as a safe address is the address that should be updated on the demographics screen. For non-custodial parents, utilize the residential address for service of process if different from the address provided as the “safe” mailing address.
  12. Proceed to Process Step 3.
3.

Complete the Family Safety Questionnaire
  1. The case manager will proceed to the “Family History” section and proceed to ask the customer all the questions on the questionnaire.
  2. Question #1 - if the customer states they have safety concerns with the other party or anyone else having access to their address, ask the customer to provide more information about their concerns.
  3. Document the safety concerns of the customer.
  4. Inform the customer that the DCSS never discloses personal information and explain how the Family/Domestic Violence Indicator (NDI) can assist with protecting addresses filed in court.
  5. Notify parties that prior court filings may already contain their information.
  6. Inform the customer of the safety planning available to them which may make them more comfortable pursuing child support services.
  7. Telephonic hearings (Obtaining permission from the judge to allow the customer to appear by telephone for the hearing);
  8. Sworn, written affidavits can be completed before the court hearing; or
  9. Depending on the action, attendance in court may not be required by the Support Recipient. Support Payors may have to appear in court, but additional safety precautions can be taken, such as, having a deputy present in the courtroom during the hearing and arranging an escort to and from the courtroom.
  10. Question #2 - If the customer states they have safety concerns about seeing the other party in our office or in court, ask the customer to provide more information about their concerns.
  11. Document the safety concerns of the customer.
  12. Explain the safety planning available as outlined above in Process Step 3.II.C
  13. Question #3 - If the customer states that the other parent or anyone else attempts to keep them from their friends, family or outside activity, ask the customer to provide more information. Examples would be restricting the customer from access to transportation, e-mail or phone.
  14. Document who attempts to isolate them and why.
  15. Offer referral services to the Domestic Violence Service Providers for assistance, even if the perpetrator is not the other party in the case.
  16. Question #4 - If the customer states that another person is in control of their finances, ask the customer to tell you more about who controls their finances.
  17. Document who is in control of their finances and why.
  18. Offer referral services to the Domestic Violence Service Providers for assistance, even if the perpetrator is not the other party in the case.
  19. Question #5 - If the customer states they have been told that they are not allowed to work or that they must work, ask the customer if they are comfortable telling you more.
  20. Document who restricts them from working or requires them to work and why.
  21. Offer referral services to the Domestic Violence Service Providers for assistance, even if the perpetrator is not the other party in the case.
  22. Question #6 - If the customer states that he/she has an Order of Protection (OOP) or an Injunction Against Harassment (IAH) against the other party, ask the customer in what county/state the orders were filed and date of filing. Ask the customer if the other party was served.
  1. Note: If the customer states they do not have a current OOP or IAH or they would like more information about OOP/IAH’s, provide the customer with azcourthelp.org or azcourt.gov for information on how to obtain an OOP/IAH.
  1. If the OOP/IAH was filed in Arizona, review court records to verify the information. If the OOP/IAH was filed outside of Arizona, ask for a copy of the order or obtain as much information as possible to research in the other state.
  2. If the orders were served less than 1 year ago:
  3. Click on hyperlink for the customer being interviewed
  4. Go to Member Details
  5. Go to Indicators & Non-Disclosure Information
  6. Click on the Non-Disclosure Indicator
  7. Update Reason for changing Non-Disclosure Indicator to OOP or IAH
  8. Complete all fields related to the OOP or IAH and Family Violence Screening
  9. Press “Save”
  10. Return to the Case
  11. Go to Related List
  12. Go to Activity History
  13. Add one of the following activity codes:
  14. A3000 FV SCREENING CP - YES TO FAMILY VIOLENCE
  15. A3001 FV SCREENING NCP - YES TO FAMILY VIOLENCE
  16. Note: If the OOP/IAH has expired and the customer continues to have safety concerns, the case can be flagged NDI using “CSE”. Proceed to Process Step 4.
  17. Question #7 - If the customer states that they have concerns about their safety if the DCSS proceeds with child support services or they do not feel safe giving information about the party/parent in court, explain how the child support process works.
  18. Note: Disclosing family violence may be difficult for some victims. It is critical that victims of family violence who choose to disclose safety concerns or past experiences that feel that their disclosure is met with sensitivity and respect.
  19. Explain that the DCSS never releases personal information (address, social security number, date of birth, etc.) for the customer or their children except in court documents or when authorized by state or federal law. When a person is NOT flagged with the family/domestic violence indicator (NDI), this personal information is sent to the Federal Case Registry (FCR) which is used to enforce child support cases by all states.
  20. When a person is flagged with the family/domestic violence indicator (NDI), the DCSS has the following safety precautions and confidentiality measures in place to protect victims (any party who needs protection) of family violence;
  21. The personal information of the victim and their children is not shared with the FCR;
  22. All documents filed with the court show the victims address as “ON FILE WITH DES”;
  23. Caution is used when in-person meetings (stipulations) with the other party are scheduled with both parties in the same room; and
  24. Alternatives to attending court in person can be arranged or additional security measures can be taken if the victim needs the court hearing in person.
4.

Customer requests case be flagged with the NDI
  1. If concerns with family safety are an issue between the parties in our case, the case manager will review the Non-Disclosure Indicator (NDI) process with the customer.
  2. The case manager will inform the customer that when a person is flagged with the NDI, information will not be shared with the FCR and “ON FILE WITH DES” will be printed on documents filed with the court.
  3. If the customer would like to be flagged with the NDI, update the case with the appropriate family safety concern narratives and mail out the Affidavit of Non-Disclosure (FCSE0001F0725) to the customer and ask them to return the document within 10 calendar days. As a precaution, the person will be flagged with the NDI at the time of the interview, even if the document is not returned.
  4. If the DCSS case manager has reason to believe physical or emotional harm could come from proceeding with a child support action, the case manager can elect to flag the person with the NDI.
  5. Click on hyperlink for the customer being interviewed
  6. Go to Member Details
  7. Go to Indicators & Non-Disclosure Information
  8. Click on the Non-Disclosure Indicator
  9. Update Reason for changing Non-Disclosure Indicator to CSE Admin. NDI
  10. Complete all fields related to Family Violence Screening
  11. Press “Save”
  12. Return to the Case
  13. Go to Related List
  14. Go to Activity History
  15. Add one of the following activity codes:
  16. A3000 FV SCREENING CP - YES TO FAMILY VIOLENCE
  17. A3001 FV SCREENING NCP - YES TO FAMILY VIOLENCE
  18. The begin date will be the date the family safety questionnaire was completed.
  19. Document all information provided by the customer related to safety concerns and enter one of the following narratives:
  20. A3000 FV SCREENING CP - YES TO FAMILY VIOLENCE
  21. Worklist A3003 FAMILY VIOLENCE IS AN ISSUE is created and due the next day.
  22. Review case to ensure the NDI is set to “Y” and enter the following to purge A3003:
  23. Enter A2999 FV AN ISSUE - NDI SET TO “Y” to purge worklist A3003.
  24. A3001 FV SCREENING NCP - YES TO FAMILY VIOLENCE
  25. Worklist A3003 FAMILY VIOLENCE IS AN ISSUE is created and due the next day.
  26. Review case to ensure the NDI is set to “Y” and enter the following to purge A3003:
  27. Enter A2999 FV AN ISSUE - NDI SET TO “Y” to purge worklist A3003.
  28. Ask if the other parent or anyone in their household has access to firearms or made specific threats to hurt them and update the FSQ.
  29. If the NDI is set to “Y”, the AF/NCP Welcome Letter will not be generated on Paternity and/or Establishment cases out of Intake.
  30. The Non-Disclosure Indicator (NDI) is a person-based indicator. When the NDI is activated, if the party has more than one case, all cases will be identified as NDI. Removing the NDI from one case will not remove the NDI from all cases. All the cases for the party will need to be reviewed and updated if appropriate
5.

Support Recipient is receiving or apply for TANF benefits
  1. When a client is applying for TANF benefits or is currently receiving TANF benefits, the client can request a determination of Good Cause.
  2. Upon completion of the Family Safety Questionnaire, the case manager will provide information to the client to help the client make an informed choice about what is safe for them and their family in their current circumstances.
  3. If concerns with family safety are an issue between the parties in our case and the case is coded Current Assistance In-State (CAI), the case manager will review the Good Cause process with the Support Recipient.
  4. If the Support Recipient would like to proceed with Good Cause, follow the Good Cause Procedures.
  5. The Support Recipient must complete the Affidavit of Non-Disclosure (FCSE0001F0725), to flag the person NDI.
  6. Update Activity History with A3000 FV SCREENING CP - YES TO FAMILY VIOLENCE and document that Support Payor is requesting Good Cause determination.
  7. Upload the Family Safety Questionnaire in the “Family Safety” folder.
  8. If the case is coded CAI but the client is not requesting Good Cause, review the Non-Disclosure Indicator process as outlined in Process Step 4.
  9. If the Support Payor is applying for TANF benefits and was referred by the Family Assistance Administration (FAA) for TANF Pre-Cooperation and if the client believes physical or emotional harm could come to them or their children if they proceed with the child support process, continue with the Pre-Cooperation process.
  10. Provide the Support Payor with the Good Cause paperwork and inform the client to advise FAA of his/her request for Good Cause.
  11. Update CADO with the compliance date and include: “POTENTIAL GOOD CAUSE, GC PACKET PROVIDED”.
  12. FAA determining Good Cause will prevent a case from interfacing to the DCSS.
  13. In Enrollment Request, upload the FSQ
6.

Family Safety is not a concern
  1. If the client states family safety is not a concern, enter one of the following activity codes:
  2. A3002 FV SCREENING CP - NO TO FAMILY VIOLENCE
  3. A3005 FV SCREENING NCP - NO TO FAMILY VIOLENCE
7.

Upload the FSQ to the case
  1. Press the Upload Document button
  2. Update Document Group with DCSS AZCARES Case Files
  3. Update Document Type: DCSS Family Safety
  4. Complete File Name
  5. Press Next
  6. Upload the FSQ
  7. Press Finish button
8.

Referral Information for the Domestic Violence Hotline
  1. When a client has answered “YES” to any of the questions on the Family Safety Questionnaire, offer them referral information to the Domestic Violence Hotline at 1-800-799-SAFE(7223) or https://acesdv.coalitionmanager.org/resourcemanager/resourcelibrary.
  2. Offer the client a warm transfer to the Domestic Violence Services Providers when they are in your office/stipulation room.
  3. If the client accepts referral information when the perpetrator is the other party on the case, add Activity History A3008 FV REFERRAL PROVIDED and document if the referral information was given to the Support Recipient or Support Payor. This will be needed to purge the worklist.
  4. Worklist A3004 FV SAFETY REVIEW NEEDED will be generated with a due date of 12 months
  5. Another family safety questionnaire with the victim will be needed to purge the worklist and one of the Family Violence narratives listed in this standard operating procedure must be entered
  6. If the client is reluctant to take referral information, assure them that you can give the information to them at a later date.
  7. Note: In some cases, it may not be safe for the client to take home information detailing family violence resource.
9.

Complete Family Safety Questionnaire on all cases being petitioned to another state or when referring for court action
  1. When the DCSS is working cases where one party resides out of state, cases should be reviewed for family violence.
  2. Note: UIFSA laws direct that a state cannot remove another state’s family violence indicator or NDI without a court order.
  3. Incoming petitions (Responding cases) from other states should be reviewed for family violence indicators and ATLAS must be updated according to the transmittal provided by the other state. The DCSS will never remove an NDI as requested by another state, we may however, add an NDI based on our interview with the Support Payor.
  4. Central Registry will contact the Support Payor to complete the Family Safety Questionnaire and update the case with the appropriate narratives relating to family safety concerns.
  5. The Family Safety Questionnaire with the Support Recipient is not required on responding cases.
  6. Outgoing petitions (Initiating cases) to other states should be completed after the custodial parent has been interviewed using the Family Safety Questionnaire.
  7. When available, provide the other jurisdiction with copies of the OOP/IAH for their records.
  8. The Family Safety Questionnaire with the Support Payor is not required on initiating cases.
  9. Case managers in all other functions will complete the Family Safety Questionnaire when there is a change in circumstances such as a proposed change to the monthly obligation or possible judicial action will be taken.
  10. Case managers in all functions will follow the process as outlined above for completing the questionnaire (Recognize), updating ATLAS (Respond) and provide referral services to the victim (Refer).
10.

Update Results
  1. Go to Related List
  2. Go to Activity History
  3. Additional activity codes that may be used after the initial questionnaire is completed:
  4. A3003 FV SCREENING MOD REVIEW CP - NO TO FV
  5. A3017 FV SCREENING MOD REVIEW CP - YES TO FV
  6. A3004 FV SCREENING JUDICIAL REVIEW CP - NO TO FV
  7. A3019 FV SCREENING JUDICIAL REVIEW CP - YES TO FV
  8. A3006 FV SCREENING MOD REVIEW NCP - NO TO FV
  9. A3018 FV SCREENING MOD REVIEW NCP - YES TO FV
  10. A3007 FV SCREENING JUDICIAL REVIEW NCP - NO TO FV
  11. A3020 FV SCREENING JUDICIAL REVIEW NCP - YES TO FV
11.

Parties not contacted
  1. For new incoming cases: If contact with either party is not successful to complete the FSQ, enter the following activity code:
  2. A3013 - FV SCREENING NOT COMPLETE
  3. Document which party needs to be interviewed with the family safety questionnaire.
  4. If contact with the parties on an existing case is not successful, the case manager must attempt to contact the party on two different days at different times. ATLAS must be documented with phone call attempts.
  5. If the parties cannot be reached to do the Family Safety Questionnaire, enter one of the following activity codes:
  6. A3014 FV SCREENING UNABLE TO CONFIRM CP; or
  7. A3015 FV SCREENING UNABLE TO CONFIRM NCP
  8. Proceed with case review/action.
12.

Elevating Concerns
  1. If the case/interview does not meet the criteria of this standard operating procedure but you have concerns about the safety of the family, DCSS or AGO staff, elevate your concerns through your chain of command.
  2. Document the case with A3016 FV SCREENING - ADD’L COMMENTS

DO NOT PRINT THIS PAGE FOR DISTRIBUTION

CHANGE LOG
Change Number Change Proposed Updated by?

Change Made?

Yes/No

 Reason Date Finalized
example Change font on all pages to pink Jane Doe No Pink not within approved standard font scheme 4/13/2018
1

 

 

 

 

 
2

 

 

 

 

 
3

 

 

 

 

 
4

 

 

 

 

 
5

 

 

 

 

 
6

 

 

 

 

 
7